Eptica positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
The 2015 Eptica Multichannel Experience study
Transforming Customer Engagement in a Multichannel World
Multichannel solution for Customer Interaction Management
Consumers vs Agents: The Growing Customer Experience Gap
The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.
April 01, 2015
Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean...
March 27, 2015
Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships.However there is a growing gap between the two sides, according to new Eptica research.The Eptica Study: The Power of Linguistics in...
March 26, 2015
Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response...
March 19, 2015
Despite significant investment in digital channels, UK retailers are still only answering just over half of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study...